AI platform ServiceNow on Feb. 27 said it has launched “Autonomous Workforce,” AI specialists that secure the roles, permissions and governance needed for enterprise work and carry out tasks autonomously.

According to the company, ServiceNow’s Autonomous Workforce strengthens team capabilities by deploying AI specialists with clearly assigned roles.

Unlike AI agents that handle simple, individual tasks, ServiceNow’s Autonomous Workforce forms teams of AI specialists assigned to specific roles, such as a Level 1 service desk AI specialist, an employee service agent and a security operations analyst. The team handles every step of the process from start to finish. The AI specialists work alongside people, follow an organisation’s set procedures and policies, and learn from work results and employee feedback to improve over time.

Through the 'Level 1 service desk AI specialist' that ServiceNow has introduced, customers can use it immediately without additional setup. Using an enterprise knowledge base, past incident data and proactive resolution workflows, the AI specialist autonomously diagnoses and resolves common IT support requests end to end, such as password resets, granting software access and troubleshooting network problems. It is designed to run around the clock with tasks tailored to specific skills and deliverables. If human involvement is required, it routes the issue to the person in charge.

Within ServiceNow, Autonomous Workforce is currently handling more than 90 percent of employee IT requests. The latest Level 1 service desk AI specialist is already resolving assigned IT cases on its own and is 99 percent faster than when handled by humans, the company said.

ServiceNow also unveiled ‘ServiceNow EmployeeWorks’ two months after completing its acquisition of Moveworks.

According to the company, ServiceNow EmployeeWorks combines Moveworks’ conversational AI and enterprise search capabilities with ServiceNow’s integrated portal and autonomous workflows to process enterprise users’ natural-language requests into end-to-end execution with governance applied.

Amit Zavery (아밋 자베리), ServiceNow president, chief product officer and chief operating officer, said, “Enterprises no longer want pilot tests or vague promises, but AI that actually gets work done.” He added, “Leading companies creating value through AI are investing in platforms where intelligence, execution and trust are integrated into a single system. ServiceNow is designed for this moment. Autonomous Workforce strengthens existing workforce capabilities through AI specialists with the scope of work, authority and governance that enterprises require. This marks the start of a new era that drives productivity and return on investment (ROI) improvements at unprecedented scale.”